Jobs

JOB PURPOSE
The Visitor Services Supervisor primary role is to assist the Visitor Services Manager and provide operational and supervision of the food & beverage department, comprising of historic tea rooms, private dining and event spaces at The Mackintosh Tearooms, in line with the Trust’s policies, procedures and performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.

The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, functions and events and duty management is very often the ‘face’ of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local and national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Supervising/undertaking the day-to-day operation of the property and environs to ensure excellent customer/visitor experience.
• Line management of Visitor Services Assistants and volunteers to deliver an exceptional visitor experience for all guests.
• Overseeing and ensuring that the sale of alcohol legislation is adhered to.
• Being visitor focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs. Promote a culture of a ‘warm welcome’ to visitors and ‘exceptional service, every time.
• Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spends and support overall Property targets.
• Responsibility to ensure that all policies and procedures related to the day-to-day financial administration such as cash/till reconciliation and day end reports are adhered to.
• Compiling staff rotas in line with staffing budgets and imputing and signing off working hours for payroll.
• Assisting with ordering stock and stock control and carrying our monthly stock takes.
• Handling guest inquiries and complaints and resolving any issues rising promptly.
• Working closely with the team to deliver a programme of visitor events to increase visitor numbers, drive secondary spends and support the overall Property targets.
• Working with the Functions & Events Supervisor and Creative Learning Supervisor to deliver the catering offer for weddings, hospitality, corporate events and creative leaning & education groups.
• Duty management and oversight/maintenance of the property to include visitor services, functions, admissions and retail offer when acting as Duty Manager.
• Deputising for the Visitor Services Manager/Operations Manager and providing cover for other Visitor Service Supervisors as required.
• To support the property social media content to generate interest, engagement and help drive visitors
• To manage staff and volunteers; (recruitment, induction, development, and performance management and sickness management) , ensuring they are fully equipped and motivated to carry out their duties to the required Trust standards.
• Taking responsibility for key holder management and security of the Property.
• Ensure Health & Safety procedures, emergency procedures, and environmental procedures are adhered to.
• To promote a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.
• Completion of all cash handling processes and reconciliation as per the Trust’s policies and processes and when required.
• Assist the Visitor Services Manager with Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.
• To actively support and promote the National Trust for Scotland as a memberships organization and the benefits of becoming a member to all visitors to achieve the membership KPIs.
• Undertake any other tasks that may be reasonable requested
• Scottish Personal Licence Holder’s Certificate and Personal Licence

A significant amount of time spent in the role is non-desk-based, requiring good time management, and the role-holder can expect that a substantial part of the working day will be spent front of house, providing operational delivery of the food & beverage offer.

Will be required to work flexible working patterns and hours including evenings, weekends, and public holidays. As part of the role and as a senior member of the team, there will be an expectation that the post holder would attend work at short notice (if operational needs demand and circumstances allow)

This role is one for which the duties and responsibilities require you to undertake a criminal records check.

Application Deadline: Sunday 29/03/2026